Technical Support II Resume Example
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TECHNICAL SUPPORT II
Summary
- Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.
- Seeking to support personal computer, end users and/or direct, establish, plan and implement the policies and procedures that support an organization's personal computer and networking support services. Highlight of Qualifications
- Nineteen years of experience in Windows-based and Microsoft software systems.
- Competent to think independently and quickly resolve issues as well as work very well within a team.
- Demonstrated ability to follow directions, do above and beyond what is required and produce exemplary results.
- Expert knowledge of PC setup and installation, as well as various peripherals, data entry, and file updating. -Excellent written and verbal communication skills including strong customer focus.
- Strong organizational and time management abilities.
- Experienced with DOS Commands, Microsoft Windows OS and Microsoft Suite Applications.
- Knowledgeable and professional Receptionist skilled in administrative support and customer service. Bringing 10 years of experience managing fast-paced, front desk operations. Strong planning, problem solving and communication skills.
Skills
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Experience
Technical Support II / Company Name - City, State07/2019 - Current
- Anticipated and Responded to customer needs.
- Detail oriented while taking notes to resolve computer and/or peripheral issues Trained customers in resolving issues such as applications in Microsoft Word Excel, and Outlook.
- Proficient understanding of all written materials and sent information to customers via email.
- Worked in a support role with other team members, performing both administrative and directed tasks Endorsed IT goals, objectives and all Service Level Agreements on a consistent basis.
- The ability to communicate information and ideas in speaking so others will understand.
- Check and ensured that appropriate changes were made to resolve customers' problems.
- Refer unresolved customer grievances to designated departments for further investigation.
- Communicated and demonstrated the ability to speak clearly so other can understand me.
- Technical Writing.
- The ability to communicate information and ideas so it is understood by others.
- Observing, receiving, and otherwise obtaining information from all relevant sources.
- Maintain records and files of work and revisions.
- Edit, standardize, or make changes to material prepared by other writers or establishment personnel.
- Communicate effectively in writing as appropriate for the needs of the audience.
- Accomplished in the use of a RSA SecurlD token.
- Experienced in troubleshooting, diagnosing and resolving issues with laptop and computer configurations; including CISCO network connectivity and personal computer peripherals.
- Accountable for daily performance of computer servers by keeping a reboot log.
- Successfully provided resolutions in all networking issues while working with customer remotely.
- Documented and defined upgraded software issues with the development team.
- Analyzed and recreated reported software problems; assisted in documentation and definition of issues for development team.
- Trained customers on computer-systems and operations over the phone with great customer satisfaction.
- Accountable for daily performance of computer servers by keeping a reboot log.
- Repaired and replaced computer/laptop hard drives, computer Motherboards, and memory.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Directed customer communication to appropriate department personnel, in addition to providing information to resolve inquiries and bolster customer satisfaction.
- Liaised between internal and external stakeholders, providing updated project status and performance reports.
- Developed and authored technical information for internal and external utilization.
- Developed and maintained platform-specific documentation, comprising operations manuals, engagement model documentation and training material or collateral.
- Assisted in technical support process refinement to improve customer service and support.
- Identified and resolved issues using latest patches, releases, virus detection and troubleshooting techniques.
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
- Recorded help desk calls by documenting issues, solutions and closing tickets.
- Consistently responded to customer service emails within standard window for optimal response.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Responded to support tickets within 15 minutes to improve customer service.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Helpdesk Support Specialist 1 / Company Name - City, State07/2009 - 07/2016
- Held several positions while employed with company.
- Updated instruction booklets and publications.
- Wrote easy-to-understand user interface text, online help and developer guides.
- Created user documentation for various materials, including how-to guides and instruction manuals.
- Edited documents for grammar, clarity, content and formatting.
- Completed writing assignments according to set standards regarding order, clarity, conciseness, style and terminology.
- Established consistent and repeatable process for technical documentation within global team.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Assisted customers with Hardware and Software technical issues via email, live chat and telephone.
- Consistently responded to customer service emails within standard window for optimal response.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained calm, professional demeanor when faced with high demand, high volume workloads.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Resolved customer complaints and concerns by applying strong communication, conflict resolution and negotiation skills.
- Documented and updated case notes for each customer and work order.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
IT Specialist/Smart Coordinator/Pricing Coordinator / Company Name - City, State01/1999 - 01/2009
- SMART (Set weekly promos and pricing for stores) expert.
- Maintained accurate inventory data by identifying and correcting pricing discrepancies.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
- Prepared products for sales floor by adding tags and readying pallets or restocking.
- Pleasantly helped customers by finding requested items, boosting store revenues and improving retention rates.
- Operated office equipment and technology, including printers, pricing guns and Telxons.
- Updated signage to reflect current prices and help promote target merchandise.
- Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries.
- Responded to support tickets within 15 minutes to improve customer service.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Consistently responded to customer service emails within standard window for optimal response.
- Responded to support tickets within 15 minutes to improve customer service.
Education and Training
Tidewater Community College, Virginia Beach Campus - City2020Bachelor of Science: Computer Sciences
2018Security +CE Re
2010HDI Desktop Support Technician October 7, 2009
Security+ December 28
2009MCP#2402309
National Career Readiness Silver Certificate April 20
2001Microsoft Certified Professional (MCP) Certified
ECPI School of Technology - City, State2000A.A.S: Computer Electronics Technology, Computer TechnologyGPA: 3.38
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Resume Overview
School Attended
- Tidewater Community College, Virginia Beach Campus
- ECPI School of Technology
Job Titles Held:
- Technical Support II
- Helpdesk Support Specialist 1
- IT Specialist/Smart Coordinator/Pricing Coordinator
Degrees
- Tidewater Community College, Virginia Beach Campus -
City
2020 Bachelor of Science : Computer Sciences
2018 Security +CE Re
2010 HDI Desktop Support Technician October 7, 2009 Security+ December 28
2009 MCP#2402309 National Career Readiness Silver Certificate April 20
2001 Microsoft Certified Professional (MCP) Certified
ECPI School of Technology - City, State 2000 A.A.S : Computer Electronics Technology, Computer Technology
